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Contacting NeonCRM Technical Support

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Katie Wohl
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NeonCRM Technical Support

Technical support is a resource for NeonCRM system users requiring assistance with troubleshooting specific data issues. Questions related to data import, setting up & customizing your system, or general questions about NeonCRM modules are best addressed in one-on-one consultation with our Professional Services department. More information on consultation is available here.

Support Center

The Support Center is a knowledge base, community, and customer portal. To access the support center click on the Help Button at the bottom right hand corner of your screen.

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The quickest and most effective way to find answers to questions about Neon is to search our existing Knowledge Base. Our Knowledge Base contains a wide variety of helpful and regularly updated articles.

To search the knowledge base enter your question or search keywords into the search bar at the top of the help window. This will return help articles which match your search criteria. Clicking on an article will open it within the help window to review. 

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If you cannot find your answer in those articles, you can open up the Full Support Center by clicking on the View Original Article Button next to the article title. This gives you access to more resources in the support center including the; Knowledge Base, Training Videos, and Community.

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If you are still unable to find an answer to your question you may submit a request to Technical Support.

Submitting a request

To submit a request to Technical Support within NeonCRM, click on the 'Contact Us' button at the bottom of the Help Window. Next fill out the form with the details of your request.

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You may also submit a request through the Full Support Center by clicking on the 'Submit a request' link at the top of the page.

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Enter the details of your request as you would through the help window in NeonCRM.

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Tips for submitting support requests

Following these basic guidelines for ticket submissions allows us to address your exact questions and concerns in a timely and efficient manner.

  • If you encounter an error, provide the exact steps leading up to the error. Outline this process clearly in a list format. This allows the support agent to replicate your issue the first time. Running through an identical set of steps allows us to pinpoint your issue immediately and fix it. 
Example:   1. Go to account number 123   2. Scroll down to the Event Registrations section on account 123   3. Click on the event registration record that occurred on 01/01/2013
  • If you encounter an error during a data import, attach the spreadsheet used for the import as well as screenshots of the exact steps leading up to the error.
  • If you have a problem that is specific to a particular account, include the NeonCRM account ID number of that individual or organization.
  • Try to use NeonCRM terminology whenever possible.
  • If you are encountering an issue with a specific NeonCRM form, provide the exact link (URL) to the page you are working on.
  • Please submit one incident per ticket. If you wish to report multiple issues, please log a ticket for each so that we can provide answers more quickly.
  • Explain the context of what you are trying to accomplish 
  • Include screenshots (learn how to take screenshots)
Note: The NeonCRM support team hours of operation are Monday-Friday 8am-6pm CT. You will receive a response from the NeonCRM support team within 24 hours of submission during the hours of operation.

Tracking your support requests

After submitting your first request to the Support Center, you will receive a user welcome/verification email. Click on the verification link in the welcome email to create a password for your account so that you can log in to our Support Center portal.

Note: Please be aware that the verification link expires.

Sign into your Support Center account.

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Note: Your support login is different from your NeonCRM system user login.

Click your profile icon on the upper-right side of any page, and then click My activities.

You can find all of your support requests here, along with any contributions you've made in the community or knowledge base articles or community posts you are following.

To see a filtered view of all your requests, enter a search term in the Search Requests box or select a request status from the Status menu.

An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

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